[rt-users] RT stopped sending mail / No recipients found. Not sending.

Thu Jan 3 10:29:55 EST 2008

Thanks for the many replies everyone and a happy new year 2008!

I've been away over the holidays and now I'm trying to resolve that
matter for good :-)
My replies to the respective postings are below.

Best wishes and thanks for your help!
Alexander

PS: I messed up my first posting of that message sending it to 
rt-users-bounces at lists.bestpractical.com instead of 
rt-users at lists.bestpractical.com (copied the wrong address).

Benjamin Weser schrieb:
> We had the problem of RT not sending mails to anybody too. But I don't 
> think that there were messages about that in rt.log because the fault 
> was that somebody changed the IP of the mailserver. So all mails sent 
> by RT stayed in the spool of postfix unless I corrected the postfix 
> configuration with the new IP address of the mailserver. Unfortunately 
> I can't check the logfile anymore because it doesn't contain 
> information from this time anymore. But maybe that's another part of 
> the system where you can have a look at. Good luck!
>
> Ben
Ben,

it seems I can't pinpoint the problem at all. Just today the system sent
mail - initiated by the scrip that notifies the owner of a ticket of any
changes (meaning the RT-System CAN send mail). Still it fails to send
mail regarding correspondence or any CC types. The frustrating thing is
that the system tells me that mail will be sent to the listed recipients
- so it looks like the scrips are working as they should - it just
doesn't do it for whatever reason.
>
>
>
> Kenneth Crocker schrieb:
>> Stephen,
>>
>>
>>     AAAAAHHHHHHH! Kool. I just learned something. Then I really can't 
>> see why RT can't find a recipient unless there is some disconnection 
>> between what RT is looking for and where it looks for it. Alexander 
>> said there were no changes to RT. The scrips are triggering, RT is 
>> looking, nothing is found, no email goes out, but probably would have 
>> if RT had found a recipient. I'm sure he checked the "organization" 
>> set to the DNS name of the host" problem from before. I'm at a loss, 
>> but that's no big surprise since I am just now getting to learn about 
>> the "internals" of RT. Hope someone has an idea that works for him.
>>
>>
>> Kenn
>> LBNL
>>
>> On 12/20/2007 10:44 AM, Stephen Turner wrote:
>>> At Thursday 12/20/2007 01:26 PM, Kenneth Crocker wrote:
>>>> Alexander,
>>>>
>>>>         I agree. If RT could not access the DB, then a lot of 
>>>> things would not be working. However, my point was really that 
>>>> based on the content of the error message, RT thinks that it hasn't 
>>>> FOUND the recipient. There could, and probably are, many possible 
>>>> reasons for that. Perhaps after accessing the DB, the data gets 
>>>> lost in transition or put into an area that got misnamed or is not 
>>>> accessible for some reason. I am not a "Systems" guy when it comes 
>>>> to playing with those technologies (UNIX, ORACLE, MySQL, etc.), but 
>>>> I have been in the business for a long time and my debugging skills 
>>>> tell me that RT is having trouble with either capturing the data or 
>>>> finding/recognizing it after it has been captured/found/stored. 
>>>> Somewhere in that process, the data is either getting lost or it 
>>>> becomes unrecognizable, ergo the error message you're getting. 
>>>> Sorry I can't be of more help. I am REALLY interested in what you 
>>>> DO find when you get the problem resolved. Best of luck.
>>>>
>>>> Kenn
>>>> LBNL
>>>
Kenn,

well ... I don't have much of a clue what to do next at all. I can try
and upgrade to the newest version and see if that makes things better in
any way. If that fails I could try tracing the error maybe I'll be able
to find whats wrong. If that doesn't get me anywhere either I guess I'll
clone the VE and raise a new instance of RT and switch that with the
broken one as soon as everything is configured as it should be.

I'll let you know in any case what I did as soon as that problem is
resolved.

>>> The "No recipients found" message just means that the scrip decided 
>>> that nobody should receive mail for this transaction - it doesn't 
>>> mean that data is missing or corrupt. For example - if you have a 
>>> scrip with action 'Notify AdminCcs' and there are no AdminCcs for 
>>> the ticket or queue, you'll see this message in the log.
>>>
>>> Steve
>>>
>>>
Steve,

as mentioned above, the system tells me that mail will be sent to
following addresses and it offers me an option to supress the sending
(lower part of the correspondence form). It just does not do anything
apart from recording a message to the RT-Log, like a comment with no
email sent - and I get the message in the systemlog that there are no
recipients found.
>>>
>>>
>>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
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>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT:
>
> If you sign up for a new RT support contract before December 31, we'll 
> take
> up to 20 percent off the price. This sale won't last long, so get in 
> touch today.    Email us at sales at bestpractical.com or call us at +1 
> 617 812 0745.
>
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
>
>

-- 
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       Alexander Rudolf Gruber
    abaton EDV-Dienstleistungs GmbH
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